Amrita Bhattacharyya

Conversational Commerce and What It Means for Your Customer Strategy

The Year of Conversational Commerce Conversational Commerce refers to using natural language within a messenger application (Messenger, WhatsApp, WeChat, and others) or using voice assistants (Siri, Amazon Alexa, and others) to interact with a business for an inquiry, purchase, or customer service. The term...

Domino’s – Taking A Giant Leap With CX Innovation

Generally speaking, I am a pizza snob – you know the pear and camembert with a drizzle of balsamic vinegar type of pizza eater. So delivery pizza is usually a desperate last option. I was bedridden with the ‘man flu’ – yes,...

Are You A Six Dimensional Strategist?

Background In a recent post ‘For Business At Warp Speed, Is Customer Strategy The Only Strategy?’, (Link) we touched upon how in the world of relentless market volatility, customer strategy takes center stage. Traditional strategic models and planning exercises have limited...

Where Does The CX Metrics Data Go?

I hate to break it to you, but when it comes to customer metrics, there is no silver bullet. On one hand, we have the enterprise-level customer experience measures that are largely vanity metrics - NPS (Net Promoter Score), Customer Effort Score (CES),...

In A Digital First World, Contact Centres Are The Custodians Of Customer Loyalty

Customers Are Increasingly Digital First The immediacy, convenience, and ubiquity of the internet have forever changed customer behaviors and expectations. Gartner has predicted that by 2020, 85% of all customer interactions will be digital. Largely, customers today are ‘Digital First’. Digital First...

At Warp Speed Is Customer Strategy Is The Only Strategy?

No Business Is Too Big To Fail We are in an era of unprecedented business volatility. Businesses lifecycles are collapsing due to three key factors - globalization (eroding margins), digitization (disruption of established business models), and the primacy of the customer (shift of power...

Simplicity ≠ Simplistic

The increasing complexity of modern living makes us crave simplicity. For customer experience professionals, Simplicity is the new black. At all levels within businesses - the C-Suite, Marketers, Operations, and Technology teams - we are hearing the chant of the Simplicity mantra....

The Obligatory Customer Experience 2016 Trends Post

‘It’s the most wonderful time of the year’ and what that brings is a plethora of predictions – the ascent of algorithms, the domination of data, the list of soon-to-be deceased businesses due to digital disruption, and of course the unrelenting upwardly mobile trend...

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